Description
PAY: up to $57/hour
AREAS OF RESPONSIBILITY:
- Responsible for the discovery, design, price, configuration, test, implement, optimize and support of our locations in which Cisco Unified Contact Center Enterprise (UCCE) and related applications are deployed.
- Responsible for supporting new UCCE implementations, for assessing existing UCCE designs, for making recommendations to improve service metrics, and for troubleshooting performance and/or system issues.
- Works collaboratively with the IT infrastructure and support teams.
- Will be part of on-call roster to assist in support task.
- Work closely with Third Party vendors and manage relationship with these vendors.
- Work closely with other team members to provide guidance and coaching.
- Responsible for consulting with various business units throughout our company in order to deliver Cisco UCCE solutions.
- Sets customer standards that enable business improvements by implementing proper technology solutions.
- Performs and oversees design and implementation for large-scale complex projects for global multi-site configuration and hybrid TDM environments.
- Working with Support vendors and Third Party off shore team to decipher problems and provide RCA for problem issues.
- Will require working with carriers and global suppliers.
- Provide post implementation operations procedures to the NOC (network operations center).
- Responsible for providing project leadership and for coordinating efforts with the IT Infrastructure and support teams for the successful design, development and support of global call center locations.
EDUCATION/CERTIFICATIONS:
- Bachelors degree in a Computer Science or related field.
- Cisco Voice Certifications, CCNA and CCVP.
REQUIRED SKILLS:
- Experience with multi-site Call Center configurations.
- 5-10 years experience in Cisco Unified Contact Center Enterprise (UCCE)support, design and implementation.
- Cisco ICM Scripting and configuration experience, including ICM Scripting for CVP.
- Cisco Customer Voice Portal (CVP) configuration, Scripting and administration.
- Experience with Cisco data model.
- Exposure to one or more of the following reporting tools: Cisco CUIS, Cisco Webview.
- Experience with PSTN circuits and services.
Experience integrating with other enterprise applications such as monitoring, reporting and business analytic applications. - Microsoft OS Platforms experience- .
- Strong written and verbal communication skills.
- Strong relationship building skills.
- History of leading technical design capabilities.
- Good Mentoring Skills (technical and process).
PREFERRED REQUIREMENTS:
- CVP application development using Cisco Call Studio.
- Familiarity with the CVP API.
- Experience with one or more of the following programming languages: Java, C#, VB.NET, or C++.
- Experience with Oracle integration with Cisco call-center technology.
PLUS SKILLS:
- A background in SQL databases.
- Text to Speech (TTS) and Automatic Speech Recognition (ASR) experience.
- Client will not accept subcontractors
- Excellent Communication Skills
- Microsoft Tools
- Call Center
- Bachelor's Degree
- Cisco
- ANALYTICS
- Cisco Technologies
- Portal
- Reporting
- Scripting
- Medical
- Dental
- Vision
- and Life Insurance for Full-time W2 Consultants. Supplemental Disability and Long-Term Care Insurance
- Dependent Care Assistance. 401(k) with Roth feature. Free E-learning Courses